Reservations Agent

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Respond to inquiries regarding reservations via phone, email, and various booking channels.

• Evaluate guests' travel dates, group size, budget, preferences, and purpose of travel.

• Connect guests with suitable vacation rentals, pricing, packages, and experiences.

• Create, modify, confirm, and cancel reservations as needed.

• Record guest information, preferences, payment details, and special requests accurately.

• Utilize consultative sales techniques to turn inquiries into bookings.

• Promote upgrades, special packages, extended stays, and additional value-added experiences.

• Keep abreast of rental inventory, pricing, promotions, minimum stay requirements, deposits, payment schedules, and cancellation policies.

• Acquire in-depth knowledge of Wild Dunes and assigned CoralTree locations, including properties, amenities, recreational activities, dining options, transportation, local attractions, events, promotions, and area services.

• Maintain guest profiles and relay accessibility needs and special requests to operational teams.

• Handle deposits, payments, refunds, and any adjustments to reservations.

• Investigate and resolve discrepancies in reservations, booking issues, and guest complaints; escalate complex issues as necessary.

• Collaborate with Guest Services, Housekeeping, Maintenance, Revenue Management, Sales, and other departments.

• Dispatch confirmations and essential reservation details to guests.

• Follow up on incomplete inquiries and pending bookings to ensure closure.

• Maintain precise reservation records while monitoring queues, inboxes, and tasks effectively.

• Support reservation reporting and auditing processes.

• Contribute to goals related to call quality, booking conversion, revenue, accuracy, and guest satisfaction.

• Assist colleagues during peak periods to manage workload effectively.

• Engage in training, property updates, and departmental meetings as required.

• Perform additional related duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Preferred experience in reservations, customer service, call centers, front desk duties, sales, travel, vacation rentals, or lodging.

• Experience with property management, central reservation systems, customer relationship management, or vacation rental platforms is advantageous.

• Familiarity with Revinate and Track is highly desirable.

• Excellent verbal and written communication skills, including strong active listening abilities.

• Capable of clearly and confidently explaining rates, policies, and property options.

• Skilled in building rapport, identifying guest needs, professionally addressing objections, and recommending upgrades or alternatives.

• Possess patience, professionalism, discretion, and a solution-focused mindset.

• Strong attention to detail and capability to accurately manage guest information, reservation terms, payments, deadlines, and multiple systems.

• Proficient in using Microsoft Office applications, email, web-based platforms, and multiple computer programs concurrently.

• Quick learner when it comes to new technologies.

• Ability to evaluate options and make informed decisions within established guidelines.

• Maintain composure and resourcefulness when addressing time-sensitive or complex reservations.

• Self-motivated and reliable; capable of working both independently and collaboratively in a fast-paced, high-volume environment.

• Must be available for a flexible schedule that includes weekends, holidays, and peak travel periods.

• Residence in the Eastern or Central Time Zone is required.

• Maintain a professional and reliable remote workspace suitable for handling guest calls and managing confidential information.

• Responsible for managing guest, payment, and company information in accordance with privacy and security protocols.

🏝️ Benefits

• Earn up to 24 days of Paid Time Off (PTO).

• Participate in a 401(k) Retirement Savings Plan with a company match.

• Access to group medical, dental, vision, life, and disability benefits.

• Pre-tax flexible benefit plan for healthcare and dependent care reimbursements.

• Employee Assistance Program available.

• Enjoy employee discounts from top brands in travel, entertainment, and retail, including Walt Disney World, Live Nation, Samsung, Hertz, and many more!